Dialogue

Vocabulary

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Lesson Notes

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Lesson Transcript

INTRODUCTION
Braden:Hello, everyone. Braden here.
Ann:Here. Welcome back to EnglishClass101.com. This is Hospitality English for Hotels, Lesson 9 - Hotel Telephone Etiquette. In this lesson you will learn tips for hotel telephone etiquette.
Braden:The conversation takes place in the afternoon on the phone.
Ann:The conversation is between a Guest and the front desk.
Braden:One of the speakers is the front desk agent and the other is a guest, so they will be speaking professionally.
Ann:Let’s listen to the conversation.
POST CONVERSATION BANTER
Ann:One of the most important tools you have when you’re making small talk is your ears. By listening carefully to what the other person says, you will be better at doing a few things.
Braden:First, you’ll be able to tell whether or not the person actually wants to talk. In a hotel, sometimes the people that check in are very tired, and they do not want to talk.
Ann:In those situations, listening to the way in which they respond to you can tell you how much talking you should do.
Braden:Second, if the person does want to talk, listening carefully will help you identify new topics to talk about. For example, they answer your question about a trip to Italy while mentioning a family member who lives there.
Ann:You could then talk to them about your family member who lives in the United States, by saying, “You know, I don’t have any family in Italy but my brother lives in the United States.”
Braden:Okay, Now onto the vocab.
KEY VOCAB AND PHRASES
Ann:Let's have a closer look at the usuage for some of the words and phrases from this lesson.
Braden:The phrase “billed to your room” means that the hotel will add whatever charge to your final bill with the hotel. For example, if you purchase room service for $20, then there will be an extra bill for $20 for you to pay when you check out.
Ann:The next phrase we’ll look at is “one moment please.”
Braden:The phrase “one moment please” is a polite request to wait. A “moment” is not a specific length of time, such as 17 seconds or 3 minutes. It simply means a very brief period of time.
Ann:Okay, now onto the grammar.
GRAMMAR POINT
Ann:In this lesson, you’ll learn some tips for hotel telephone etiquette
Braden:In the dialog, we heard the phrase “I can arrange that for you.” This is an example of a polite phrase used by staff to say, “Yes.”
Ann:At a hotel, restaurant, or almost any business, telephone etiquette is important. In normal conversation, we often change our tone of voice to match the people we are talking to.
Braden:However, as staff at a hotel or restaurant, you must maintain a polite level of speech. There are two tips to remember,
Ann:First, smile when you are on the telephone. This affects the way you pronounce words, and people can hear it because it makes you sound happier.
Braden:And second, listen carefully to the guest. This is important at all times, however, when you are on the phone, there is added importance, because you will avoid talking over or at the same time as the guest.
Ann:It is often very irritating for guests to repeat themselves because the staff was talking too much.
Braden:Next we have receiving calls. In general, when answering a call, you should say, “Good morning, this is Chris. How may I help you?
Ann:Of course, if it isn’t the morning, you should say “Good afternoon” or “Good evening” as necessary.
Braden:That’s true. Also, if you are at the front desk, you should greet with the name of the hotel either with your name, or instead of your name. For example, “Good afternoon, Hotel Innovative. How may I help you?” or “Good afternoon, Hotel Innovative. My name is Jeff. How may I help you?”
Ann:Next we’ll look at putting guests on hold. There are many situation when you will need to put a guest on hold. You should avoid it as much as possible, because the guest may hang up if they are on hold for too long.
Braden:To put a guest on hold, you can use the phrase, “Could I put you on hold while I...” then you insert your reason. There are many possible reasons, such as, “While I check on your room.” or “...while I transfer you to the hotel manager?” or something like that.
Ann:Sometimes, when the hotel is very busy, you may have to answer the phone and then immediately put the prospective guest on hold. To do this you could say, “Good afternoon, Hotel Innovative. Could you please hold?”

Outro

Braden:That’s it for this lesson. Thanks for listening,everyone!
Ann:And we’ll see you next time.

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Tuesday at 06:30 PM
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Hi Listeners! Let's practice the proper telephone etiquette here!